Defending customer satisfaction

Abstract

Examines how an Israeli electronics company has implemented its TQM policy, specifically by placing a priority on customer satisfaction. Profiles the organization′s TQM philosophy and the way in which quality is managed throughout the company. Spotlights the quality management strategy of meeting weekly to discuss quality issues in their line forum, staff forum and corrective action forum.

Citation

Kochan, A. (1992), "Defending customer satisfaction", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034428